Technical Support Manager

Summary

Join Postman's small but mighty, globally distributed support team as a EMEA/APAC based Technical Support Manager. Lead and mentor the EMEA/APAC team, setting performance goals and conducting regular performance reviews. Coordinate communication with the global support team and become a Postman platform expert. Ensure timely resolution of customer issues, focusing on complex problems. Monitor and enhance customer interactions to deliver delightful experiences. Gather customer feedback and collaborate with Product and Engineering teams to improve the Postman product. Refine and enhance process efficiency and automation. Continue hiring and building the EMEA/APAC team as the user base scales. This role requires a minimum of 5 years in technical support and 2 years leading a technical support team, along with Postman platform expertise and a strong understanding of APIs. Postman offers a comprehensive benefits package including full medical coverage, flexible PTO, wellness reimbursement, and a monthly lunch stipend.

Requirements

• A minimum of 5 years of experience operating in technical support
• A minimum of 2 years of experience working as a leader within a technical support team
• Previous experience working on the Postman platform and a strong understanding of our wider features
• A strong understanding of APIs and how they work
• Proven experience impacting and effecting a product roadmap according to customer feedback

Responsibilities

• Lead, mentor, and develop the EMEA/APAC team, setting performance goals, and conducting 1:1’s and regular performance reviews
• Coordinate and maintain strong communication with the global Support Team
• Become a master of the Postman platform and assume the role of technical/product expert within the team
• Ensure the timely and effective resolution of customer issues across the team, demonstrating motivation to engage directly with the most severe and complex issues
• Monitor and enhance the quality of interactions between our customers and the support team, with the ultimate goal of delivering a delightful and memorable experience
• Gather feedback from customers and work closely with our Product and Engineering team to deliver signals and feedback to enhance and improve the Postman product
• Refine and enhance process efficiency and automation across the Postman Support team
• Continue to hire and build out our EMEA/APAC team as we rapidly scale our user base to 100m+

Benefits

• Full medical coverage
• Flexible PTO
• Wellness reimbursement
• A monthly lunch stipend
• Wellness programs
• Donation-matching program